Shabana Kasem

 Rich experience in Service Delivery Management, Service Operations, Process Management, Client Servicing, Business Excellence and Business Improvement.  Successfully superseding predefined targets and accomplishing consistent growth in business.  Leading strategic initiatives, managing change and partnering with business units to drive operational improvement, deploying key business cost effective initiatives, leading SIPs.  Engagement Management and Business Partner including consensus building, strengthening ties with Senior Managers/Leaders and building trustful relationship; customer relationship building and maintaining, scheduling / prioritizing client demands, leading Global key account team, and executive communication.  Managing Solutions and Service Delivery including translating client needs to user requirements, leading off-shore Service Delivery for Change Management, deployment of solutions, transition and transformation of process, managing client SLAs.  Possess excellent interpersonal, communication and organizational skills with proven abilities in training & development, customer relationship management and planning, in depth knowledge of all aspects of the process and engaged in developing advanced process management and high-end general business skills. Specialties: ITIL Certified, Change Management, Process Ownership, Coordination, Documentation, Continuous Process Improvement, Exposed to industry best practices, IT Operations, Service Delivery, Billability, Account Management, People Management, Appraisals, Transition and Transformation, Service Strategy, Continual Service Improvement, Service Transition.